Airport Customer Care Manager — Lead Frontline Team

American Airlines; Phoenix (AZ); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Travel Perks

Health Benefits

Wellness Programs

401(k) Program

Additional Benefits

Job summary

American Airlines' Phoenix Airport Customer Care team is seeking a Customer Service Manager to lead a frontline workforce at Sky Harbor. You will drive safe, high-quality customer service, coach frontline staff, and ensure operational safety and reliability while aligning with union contracts and corporate policies.

You will manage escalated service issues, set team goals, and collaborate across departments to deliver a superior travel experience for customers and vendors.

Qualifications

• High School diploma or GED equivalent.
• Preferred airport customer service experience.
• Two years of experience leading others.
• Knowledge of company policies, procedures and automation applications.

Responsibilities

• Drives safe, high performing operation and delivers exceptional customer service.
• Lead, coach and develop frontline team members.
• Establishes and promotes effective relationships within the team.
• Allocates resources to meet operational goals safely.
• Ensure safety and reliability through self-audits and investigations.
• Promote cross-department communication to achieve goals.

Skills

Active listening

Critical thinking

Decision making

Independence

OT flexibility

Shift flexibility

Coordination

Team leadership

Employee engagement

Inclusive culture

Performance monitoring

Safety awareness

Communication across departments

Policy adherence

SIDA access considerations

FAA background checks

Driver's license

USPS clearance

Microsoft Office

Education

High School diploma or GED

Tools

Microsoft Office Suite

Job description

American Airlines' Phoenix Airport Customer Care team is seeking a Customer Service Manager to lead a frontline workforce at Sky Harbor. You will drive safe, high-quality customer service, coach frontline staff, and ensure operational safety and reliability while aligning with union contracts and corporate policies.

You will manage escalated service issues, set team goals, and collaborate across departments to deliver a superior travel experience for customers and vendors.